Managed Services Analyst II

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency, and accuracy of business processes. GHX is a healthcare business and data automation company, empowering healthcare organizations through our world-class cloud-based supply chain technology exchange platform, solutions, analytics, and services.

About the role

The Managed Services Analyst II delivers excellent customer service to both internal and external clients, assisting them with GHX products or services. This role supports administrative processes and tasks in alignment with team objectives, requiring effective time management, thorough attention to detail, and a high level of integrity.

Responsibilities

• Serve as the operational point of contact between customers and internal service delivery teams.
• Build and support dashboards compiling account health, service utilization, and operational metrics for delivery managers to present to customers.
• Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers using working knowledge of internal and external processes.
• Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions.
• Identify and escalate repetitive issues, and resolve escalations as required.
• Maintain and contribute to team reference materials.
• Train and mentor Managed Services Analyst I team members on customer communication and engagement standards.
• Support increased adoption of GHX's recommended practices through daily customer interactions.

Requirements

• High School Diploma or equivalent with 1-2 years of experience.
• Technical knowledge of software products.
• Working knowledge of Microsoft Office Suite, particularly Microsoft Excel, Word, and PowerPoint.
• Experience working in a team-oriented environment.
• Able/willing to work 8 AM–5 PM Eastern Standard Time (Monday–Friday).
• Able/willing to travel up to 15% annually.

Skills

• Ability to recognize problems, gather information, and escalate to leadership when necessary.
• Internet savvy and computer literacy with proficiency in Microsoft Office applications.
• Strong attention to detail and ability to follow documented processes.
• Strong accountability and integrity due to the sensitive nature of information.
• Strong customer support skills.
• Clear and effective verbal, written, and presentation skills.
• Ability to regularly meet or exceed KPI and QA standards.
• Ability to grow and adapt to changing guidelines or processes.
• Ability to prioritize, multitask, and carry out projects correctly in a timely manner.
• Ability to act as a resource for Level I Managed Services Analysts.
• Salesforce or other CRM experience preferred.

Pay

Estimated hourly compensation: $19.71 – $24.50. The base hourly range represents the anticipated low and high end of GHX’s salary range for this position. Actual salaries will vary based on candidate’s qualifications, skills, competencies, and proficiency for the role.

Benefits

• Health, vision, and dental insurance.
• Accident and life insurance.
• 401k matching.
• Paid-time off.
• Education reimbursement.